Blackberry Troubleshooting
No Volume

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step.

Confirm that ring tone and volume settings are active

Confirm that the BlackBerry smartphone audio settings are not set to Silent, All Alerts Off, or Vibrate Only. To confirm audio settings, complete the following steps:

  1. From the Home screen, click the Sounds icon (this may also be called the Profiles icon).
  2. Select the Normal profile.
  3. Change the volume settings and make sure that the volume is set to higher volume.
  4. Press the Menu key and click Save.

Make sure that Do not disturb is disabled

Verify that Do not disturb is disabled.

  1. From the main screen, select Sounds (or Profiles).
  2. Select Advanced.
  3. Select Active.
  4. Select Phone.
  5. Make sure that Do not disturb is set to No.

Test any accessories

If you use an accessory when you experience the audio issue, remove the accessory, and then test the BlackBerry smartphone volume settings. Accessories might include one of the following:

If the issue occurs only when using an accessory, the issue might be with the accessory and not the BlackBerry smartphone. If the accessory is not an approved BlackBerry accessory, then speak to the manufacturer for further technical support.

Perform a hard reset

A hard reset is similar to restarting a computer that stops responding. A hard reset closes all running BlackBerry applications, restarts the BlackBerry smartphone operating system, and restarts the hardware components of the BlackBerry smartphone, including the wireless transceiver.

Note: A hard reset does not delete any settings or data on the BlackBerry smartphone.

To perform a hard reset, complete the following steps:

  1. Turn the BlackBerry smartphone off.
  2. Remove the battery.
  3. Reinsert the battery.
  4. Wait for the BlackBerry smartphone to turn on.

Note: If the issue returns after performing a hard reset, then contact technical support for further investigation.

Update the BlackBerry Device Software

You can download the latest version of Blackberry Device Software from Follow the instructions on the screen to download the latest version currently available from your wireless service provider.

If the problem persists, follow your wireless service provider's procedures to service or return the BlackBerry smartphone.

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